Customer Service Representative | Queensland | 22 July 2015
Be prepared to work your butt off
This is an honest and open review of the "CSA" role... driver aka coles delivery driver.
and no I wasn't fired or on a sour grapes mission, I made a lot of friends and no i haven't gone to the competition lol, Im just trying to provide and open honest review.
I've been lucky enough to experience a wide range of jobs in varying industries. I have to say I used to love it, but woke up to realise the following.
Remember not all coles online's will be the same, But overall the key issues remain.
>Once your on the road its pretty much your alone time. Which can be fun.
>Once on the road you've got your run sheet, and you just enjoy the drive.
>Paid by the hour so if there's a breakdown or traffic, Remember your getting paid. :)
>Their truck, their fuel.
> Get to know a lot of different areas and people.
>Some people staff/mngmnt/customers are nice and friendly.
>A handful of customers are genuinely nice.
>Some deliveries are nice and easy, single level, open access, people willing to help.
>Most stores have other areas in which you can work as well to obtain more hours if needed.
>It feels good to help out those who are genuinely in need, or can be bothered to treat you like a human rather then "the help"
>Depending on the store, Be prepared to deliver to businesses, schools, afterschool cares, office blocks, farms, unit blocks etc etc. even people who live on top or beside coles supermarkets. Its not just a "home delivery" service sometimes, this i
Easy money, but a stressful place to work at times
Been working here for 3 years while studying at university, experience in both night clean, morning clean as well as trolley collection. The work here is brain dead and absolutely easy, you don't need to think most of the time - my mind is usually always on autopilot because after a while it gets repetitive and you'll learn that it's the same thing every day.
However the workplace itself can be very stressful, i'm not sure where to begin but this has been my experience.
- If you're a casual expect really inconsistent shifts. Yes you may get paid much more than a part timer, but they'll really milk you for your time and call you last minute to fill in shifts or to work at a different store, or they could even not roster you on for weeks and then give you a random 3 hour shift. When working at a different store, you'll most likely do things the wrong way without intending to because each store has their own way of doing things so you might get a few stares or comments from other workers.
- If you become a part timer like I did eventually, they most likely won't mess you around with shifts. Your pay rate will be lower but its worth it and you'll get benefits like annual leave etc. Go part time if you want consistent shifts and so they don't mess you around.
- However speaking of annual leave, it's a real mission to take time off. Coles always say how work life balance is important but I literally tried to take off some shifts and they made it really difficult, telling me it was
ProsThe fact that you get paid, easy job in terms of tasks
ConsReally stressful work system, poor management, poor culture, bottom of the food chain, no work life balance, unfair at times, treated poorly by others
Extremely bad Area Manager. Doesn't reply when contacted. Does not replace people when away. Does not turn up to meetings when organised. Treats employees with contempt. Does not provide proper training to do the job. Expects employees to do admin that is the responsibility of the Area Manager. Can not write a roster to save their life. Seems to have no knowledge on what is going on at the store. Has also neglected to pay employees for sick leave and annual leave. Employees basically avoid talking to the Area Manager for any reason as they are incredibly unpleasant to talk too.
Frequently we have to work alone. It is unacceptable that there would ever be only one services member on the roster at any point in time but that is the majority of the time, in fact there a few time when there is no one working at all. We have several responsibilities in the store and we can not be expected to do them all at once. Essentially, if there is only one Services person working then trolley collection is the only thing they can do. I can barely muster the strength to walk to the car park, let alone go home, after collecting trolley for 5 1/2 hours by myself. Staff members have complained to Store Manager and Area Manager, nothing has come of it. When Coles issued a survey on employees well being and satisfaction, we made numerous complaints, nothing was done about it.
Coles Services are paid less than award rate. We are paid the same as other low level Coles employees which is admitt
ProsDiscount Card, I guess
ConsLong Hours, Bad Management, Paid less than award rates, Unacceptable working conditions, treated less than human, immoral policies
It was alright, not fun and stressful from time to time.
Coles was alright, the manager was nice and gave me a lot of different job to expand my experience, but sometimes the customer can be very rude which was quite hurtful.
- A normal work day would consist of filling the products by when the products are being bought and some are stuck in the back we had to pull them to get in front. When this is finished usually we are given a new and different role to cashier and safe to people without experience which was really good.
- I learned about filling boxes, and also had a chance with being a cashier and also an assistant cashier where I put the scanned items to the plastic bags, I was slow but my co-workers were quite understanding since I was a beginner. However, the customer who had lots of items which they brought into the counter I was currently working in was mad, it wasn't their fault but my lack of experience were to blame. It was hurtful but I never forgot it ever since and still thought about it. The manager who was working there was very kind and understanding so he gave me a different job from the rest of experience workers which was nice and kind.
- Management was nice, everything was organised and in place that I saw but I could never truly judge since I wasn't experience enough to understand what was a really good management or not. Moreover, everyone had different roles that filled out and everyone was doing their job well which gives everyone a sense of being a team, although working in different areas.
Terrible at training staff, engaging with staff and managing their staff. And its proper boring
I work in customer service, been working there for almost a year and im 17. My first shift i was shown how to operate the software they use to serve on 1 customer and then the supervisor walked away and i was by myself serving people which was extremely stressful. I had no one to ask for help so when i inevitably couldnt do something i had to leave my checkout and go and find someone for help. Ever since then i still haven't had any training I've had to ask other workers myself or figure it out.
The communication to staff is absolutely terrible, they dont inform you when something changes, it will just be there and they expect you to know about it already.
Ive never had anyone check up on how im doing or been given any feedback.
The management of rosters is extremely poor, within the last week, our online rosters went down and stayed down longer than we were informed. Since im casual i get like 1 shift a week. I worked a tuesday day and the roster for the next week was not out yet and i could not check it online between tuesday and next week. So the next week rolls around and i get a missed call on monday saying i was meant to be working. Since i had literally no way to check the roster unless i had been at work after tuesday and went and looked at the hard copy should they not have communicated with me that i have a shift.
In the past, i have had my roster and written it all down when i am working just to have my shift be changed just one or two days before the shift and im
ProsDecent pay for school kids, yeah thats it
ConsTerrible management, low hours, no communication, no training, and a hundred more cons
Arrive, clock in. Go to the Work area. Assemble your load with paperwork, Add frozen and chilled product to complete the prior picked order. RFD check in per crate to correlate load. Transport total load to loading dock. Truck check and dock/park truck. Load truck. Assist loading the other trucks/runs. Drive to destinations. Park truck on roadside. Unload each order onto trolley provided and negotiate the terrain to take the load to the customers kitchen bench. (Maybe +3rd floor of stairs of unit complex. Maybe traverse a long steep driveway. Maybe don't tread on the dog that is whisking around your feet as you hand carry the crates into the customers home.) (( Watch out for messy kept houses with trip hazards and narrow thoroughfares.))
I came to learn that management are pushed to make larger target volume and financial returns/month. Consequently the schedule and work-ability placed onto the workers is often very unrealistic and unobtainable. But the expectation is for you (the CSA) to perform bigger better quicker so these performance rates equate toward and forward to the expected financial targets. ((I will say, in your rush, Just don't injure yourself. You will struggle to substantiate a legitimate claim. You'll be treated initially to fulfill a minimum company or law requirement, but from there, any outclause or clause will apply. And you will just disappear off the books))
My most enjoyable part of the job. If you have a good work team?. That's a personal build wit
A typical day was quiet- we generally had one person on the registers and everybody else was in the kiosk (express)- which meant it sometimes got busy and the line was backed up- but we only had the occasional loud or angry person come through.
I learned a great deal about people and how to interact with them while I worked at Coles- not only customers but also staff members.
The store was old and outdated from previously being an IGA- we still used a switch to move the belt for the registers, and we had no self-service checkouts (which was a common customer complaint). A lot of the store was old and damaged.
When we had training for the new system, they made us learn about the ACO and it's programming even though we didn't have it- which implied to me that either management didn't care that we didn't need to know it, or that they didn't care about our store not being as updated as the rest, and were more concerned with the shiny new stores like in Shepparton or Kialla.
The managers, however, were great and cared about everyone- taking extra care with the junior staff and the younger members of the team to make sure they felt included and happy to be working at Coles.
We had a social group that organised events for staff members- although I didn't really join in while I was there because I was still in school.
My coworkers were friendly and would always be up for conversation and would be genuine with me.
I think the hardest part might have been working late- all s
ProsCoworkers were awesome to work with, management understood the student life
ConsCustomers were either super nice or nasty- there was no grey area.
A stressful and strenuous job that wears you down.
Coles is a decent company to work for, offering a decent hourly rate for the work that is done, however, there are far more negative aspects about working at Coles that outweighs positives.
Management is like rolling a dice, you either get lucky, or you do not. Management can be extremely difficult to work with. I have had to apologise to customers due to rude management on their behalf, taking their anger to my own hands, upper management/office in charge was aware of how difficult it was to work with management.
The work culture at Coles is terrible. Departments are segregated, and depending on what department you work in, you can easily be looked down upon by all the other departments, and the team-members working in them.
Occasionally, when there are bigger work-loads, you will be asked to stay longer. If you are unable to stay longer, expect less shifts and increased toxicity from management, additionally, in some instances, you are underpaid for the hours that you work.
Work is extremely tiring depending on what department you work in. I worked in online managing click and collect, which was one of the most physically intense roles store-wide. Occasionally, I was asked to cut my breaks and would get full breaks only when I was adamantly pedantic on the matter.
Generally, you should expect to deal with difficult customers occasionally as this is a retail-heavy role.
I worked at Coles for 8 months, and did not enjoy the time that I spent there, if you are looking f
ProsFood and snacks provided in the team-room, with occasional lunches provided on specific days, 5% employee discount, decent hourly rate.
ConsBeing unable to stay longer when asked results in less shifts, toxic management, terrible work culture, tiring work with breaks occasionally cut.
Been working at Coles Services for 3 years. Here are my pros and cons working here.
-Benefits are decent. 5% discount, travel discounts, team member discounts on certain products.
-People are friendly to work with, given you are on good terms with them.
-You can get into shape working here. Doing a 5-7 hour trolley shift gets you fit.
-You can take breaks whenever you wish.
-Most people talk trash about the job and sometimes when you're around remind you of this. You will be treated as the lowest on the chain, despite being a team member.
-payment is not enough for the amount of labour done. It's barely livable.
-Work is tedious and brain-dead. After a few months you get bored and used to it. People usually quit after a year or two because of this reason alone.
-Management is usually not helpful. Sometimes they may give you a hand with extra hours and shifts, but that's if you're lucky. Teacher's pet is also evident with management.
-You will not have career progression with Coles. You either have to resign or look for a different job to progress your career. Any attempts to progress your career with Coles is shunted.
-customers will also make fun of your position, not just some staff.
-Instead of giving team members more shifts that need the extra hours, they hire more people and reduce hours while lying that they don't have enough money in the budget.
-This job is soon going to go out of style and the way of having trolley only accessible by coins like Aldi. M
ProsFree food and water, benefits, discounts
ConsUnusual hours, underpaid, unpredictabile management, bad work culture.
A good job to be in but can get repetitive and stressful
Working at the deli is a decent job. You make a lot of friends and learn a lot of skills, while just doing the jobs and duties in general. Serving customers, however, can be very annoying. You must learn to balance cleaning, filling the case, doing other cumpolsory duties, while also serving a high amount of customers. The deli is non stop moving and doing things with little time to rest. A lot of the things you do are repetitive and are done all the time, which may put you off. Speed and skill are pretty much 'musts' if you decide to work here, as you will need to get certain things completed during your shift while doing other things on top of that. Definitely a stressful job as there are instances where there are a lot of customers waiting to be served, while there are a lot of duties to be done, sometimes all on your own. If you are closing the deli for the day by yourself, time management is another 'must' if you want to be out by the time you finish. In terms of coles, the deli is a bit of an under appreciated department, but it should be relatively easy to find someone to cover your shift if you call in sick. Guaranteed a lot of hours during the week (average 18 for me, a casual employee), but as a school student can be a bit too much for me. If you want less hours it is pretty hard due to the limited number of deli employees, but again, it is generally easy to find someone to cover your shift. Holidays are also easy to take if you tell in advance. Overall, my main mes
Pros1 Hour breaks, good hours if you need them, teaches you speed, easy to do holidays/covering shifts
ConsLong hours, frequently stressful, under appreciated, can easily fail during safety checks, a lot expected to be done when you are closing/opening
I worked at Coles for about three months before I moved. They have fairly friendly staff and good pay, so if you're looking for something fairly simple and not too strict, then this job is for you. Something to also keep in mind is that the store took place in a small country town, so I don't think every other Coles store management will be the same as mine.
However, I have since learned whilst studying business and WHS that the way they handled the safety of their employees was in lacking. Part of my responsibilities in the delicatessen was restocking the display shelves, cleaning, using the slicer, putting the chickens in the oven .. etc.
Stock room is always messy, hardly gets organized and there are always things in the way. In the stock room, you have to squeeze through tall cages, fit through chicken shelves or move things out of the way in order to reach for something. Stock is hardly organised and it is almost impossible to find the correct stock half the time.
There have also been several incidents where employees burned their hands on the chicken oven .. and this is due to the fact there is no PPE- oven gloves. Nothing was done to ensure these incidents do not happen again.
Supervisors also need to focus on how they train their employees. On my first day, my supervisor rushed through the training and did not bother to check with me to see if I had any questions or if I understood what she meant.
I once also showed up to a shift only for them to sen
ProsGreat place to start off, good pay, friendly team
ConsPoor management, lack of WHS, poor organisation skills
Questions And Answers about Coles
How should you prepare for an interview at Coles?
Asked 9 Jan 2018
Seriously. you're not going for an interview at Citibank - so no stress required. If you don't know how to conduct yourself at an interview at Coles then you probably wont be getting a job anywhere in a hurry.
Answered 8 June 2019
Be myself ,be punctual and decent as possible upon interview date.
Answered 6 Aug 2018
What’s the interview process like? I know there is a video interview process but is there another in-person interview after? Or is it straight to work?
Asked 19 Jan 2022
I literally just went for a video interview two days later got a message saying I got the job, and will be contacted with my first shift/induction
Answered 7 Apr 2022
Initial online question and answer video interview with set questions, then two in person interviews, first with assistant manager and then with the online manager. Then a four week wait before induction and "onboarding".
Answered 18 Feb 2022
What are the working hours at Coles?
Asked 5 Nov 2017
Bakers very early starts, and weekends
Answered 6 Nov 2018
8-3 on work experience.
Answered 19 Feb 2018
What was the most challenging part of your role at Coles?
Asked 26 Jan 2022
Answered 11 Mar 2022
can be a bit stressful, especially when busy
Answered 31 Jan 2022
What is the most stressful part about working at Coles?
Asked 22 Jan 2022
Constant fast paced environment with little opportunity to chat with coworkers
Answered 22 May 2022
Not the work itself but some customers that can be quite rude.